Customer Service Agent (Chinese Speaker)

Introduction

Gear Inc is an American owned and operated business process outsourcing company operating in Southeast Asia. Matchbox Mobile - Gear Inc provides industry leading Image Moderation, Social Media Management, IT Consulting, Application Development, Game Development, and Outsourcing Services. We are experts in moderating online user generated content.

The purpose of this position is responsible for serving as the primary point of contact between the company and its customers. This position ensures that all inquiries, requests, and issues related to products or services are addressed promptly, accurately, and with professionalism. By providing clear communication, effective problem-solving, and proactive support, the role aims to uphold excellent service standards, resolve concerns efficiently, and maintain a high level of customer satisfaction.

For more information, please visit our websites: https://www.gearinc.com/

Key skills and experience

• Minimum D3 in any major (all majors are welcome)
• Excellent English and Chinese communication skills (written, spoken, listening, and reading) with minimum B2 level for Simplified Chinese and C1 level for English
• Proven experience in customer support or as a Customer Care Agent; prior experience in CS roles within the gaming industry is strongly preferred
• Familiarity with or experience supporting Action Role-Playing Games (ARPGs) is an advantage
• Experience working with or supporting anime-themed games is considered an advantage
• Previous BPO work experience is a plus
• Strong customer orientation with the ability to adapt and respond to different types of characters
• Problem-solving mindset with willingness to find efficient solutions
• Good organizational skills, with ability to track issues and resolutions
• Proficiency in using customer support systems (case/ticket management, macros, and knowledge base tools)
• Willing to work weekends and public holidays
• Willing to be placed in Denpasar, Bali (full WFO)
• Willing to undergo training.
• Strong summarization skills to articulate player issues or suggestions.
• Attention to detail and responsibility required for data transfer and consolidation tasks.

Responsibility

• Manage large amounts of incoming chats/emails with prompt time to answer
• Identify and assess customers needs to achieve satisfaction
• Transfer requests to the right internal stakeholder and track case resolution along the way
• Ensure efficient case tracking using internal tools
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure the resolution
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers
• Build sustainable relationships and trust with customer accounts through open and interactive communication

Benefit

• Attractive basic salary
• BPJS Kesehatan and BPJS Ketenagakerjaan
• Private Health Insurance
• Monthly internal events
• Paid leave
• Career path
• International, fun, and professional working environment:
• Working closely with experienced foreign experts;
• Free drinks (coffee, mineral water, etc.)
• Training and career development opportunities;
• Sport activities and game room.

Working Location: Imam Bonjol No 502, West Denpasar, Bali